It's fun to work in a company where people truly BELIEVE in what they're doing
Job Description:
Key Responsibilities
Act as the highest escalation point for complex Palo Alto Networks technical issues.
Troubleshoot and resolve advanced issues related to Palo Alto NGFW (PA-Series, VM-Series, CN-Series) and Panorama.
Support and manage Prisma Access, Prisma SD-WAN, and SASE deployments.
Investigate and resolve issues involving GlobalProtect VPN, SSL Decryption, WildFire, DNS Security, and Threat Prevention.
Analyze packet captures, debug logs, crash files, and performance reports to determine root causes.
Lead Severity 1 and business-critical incident management and resolution.
Collaborate with Palo Alto Networks Engineering and Product Support teams for bug investigations and escalations.
Provide technical guidance and mentoring to L1, L2, and L3 support engineers.
Develop Knowledge Base articles, troubleshooting guides, and operational best practices.
Participate in customer calls, escalation bridges, and technical review meetings.




Ensure adherence to SLA commitments and customer satisfaction goals.
Required Skills
Strong hands-on experience with Palo Alto Networks firewalls and Panorama administration.
Deep knowledge of Security Policies, NAT, VPN (IPSec & GlobalProtect), URL Filtering, Threat Prevention, and WildFire.
Expertise in troubleshooting Layer 2, Layer 3, routing and security-related issues.
Robust understanding of TCP/IP, BGP, OSPF, DNS, DHCP, NAT, and SSL/TLS.
Experience with Prisma Access, SASE, and cloud security technologies.
Knowledge of Cortex XDR, Cortex XSOAR, and Cortex XSIAM is preferred.
Hands-on experience with packet analysis tools such as Wireshark.
Familiarity with public cloud platforms including AWS, Microsoft Azure, and Google Cloud.
Experience with automation using REST APIs, Python, or Ansible is an added advantage.
Strong customer communication, documentation, and troubleshooting skills.
Preferred Certifications
Palo Alto Networks Ce

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